Welcome to Petties Zone, where we combine our love for pets with exceptional service! Below you’ll find all the details about our shipping and returns processes designed with your furry friends in mind.

Shipping Information

Order Processing Time

We know you’re excited to receive your pet essentials, so we process all orders within 1-2 business days (excluding weekends and holidays).

Shipping Options

We offer two convenient shipping methods to get your pet products to you:

1. Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes full tracking

2. Free Shipping

  • Available for orders over £50
  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Basic tracking included

Note: We currently cannot ship to some Asian countries and remote locations. If your country isn’t available at checkout, please contact us at [email protected].

Our Hassle-Free Returns Policy

At Petties Zone, we want you and your pets to be completely satisfied with every purchase. Our returns policy is as straightforward as teaching a puppy to sit!

Return Basics

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all tags attached
  • Return Shipping: Customer’s responsibility unless item is faulty
  • Refund Method: Original payment method

Step-by-Step Return Process

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your return request (see template below).
  2. Receive Instructions: Our Oxford-based pet lovers will reply within 24 hours with return authorization and shipping instructions.
  3. Pack Securely: Include all original packaging, accessories, and a copy of your order confirmation.
  4. Ship Back: Send to our Oxford address using a trackable service (we recommend DHL or FedEx for faster processing).
  5. Confirmation: We’ll email you when we receive and inspect your return (typically within 3-5 business days of arrival).

Refund Timeline & Methods

Once your return is approved:

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Appearance on Statement: Allow 5-10 business days depending on your financial institution

Exchange Process

For size exchanges or different products:

  • Follow the standard return process above
  • Clearly state in your email that you’d like an exchange and specify the replacement item
  • We’ll process the exchange once we receive your return (additional shipping charges may apply)

Non-Returnable Items

For the health and safety of all our furry customers, we cannot accept returns on:

  • Prescription Medications (found under our “Medication & Supplements” menu)
  • Opened Non-Prescription Medications
  • Personalized or Custom Items
  • Opened Supplements

Return Request Email Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request for Order #[Your Order Number]

Dear Petties Zone Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Details:

  • Item Name: [Product Name]
  • Reason for Return: [Please specify]
  • Preferred Resolution: [Refund/Exchange for [Product Name]]

I have reviewed the return policy and confirm the item is in its original condition with packaging intact.

Thank you for your assistance. I’ve enjoyed shopping with Petties Zone and look forward to future purchases for my [pet type].

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our friendly customer care team at [email protected] is always ready to help – we’ll respond faster than a kitten pounces on a toy mouse! 🐶🐱

Thank you for trusting Petties Zone with your pet care needs!